Complaints

• Initial Complaint

  25/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my first consultation on June 14 of this year. I had tried the vitamins, shampoos, injections and nothing was working for my Alopecia. I was less than a year from my wedding and wanted to feel like myself. Consultation went fine, I only wanted one row due to a pattern of chronic migraines and not wanting to carry extra weight. I was shown the pricing list and told it would cost $390. As I was paying the deposit, the cost went up to $490 because there had been a price increase that she forgot about. On June 30 I had them installed, I was happy to see my head full of hair once again. When paying the remaining balance, I was shocked total price came to $802. On July 3 I reached out to the extensionist as I was having chronic migraines and told that can happen when the beads are close to the temples. I was asked to come back the following week to loosen the beads. It was decided to cut the extensions near my temples back. On July 12 a large chunk of extensions came out - I contacted the extensionist and was told it may have been nicked while cutting. On July 21, I contacted her again about options. I wanted to know how easy it would to remove them and turn into clipins - we spoke the following week and she advised clipins wouldn’t make a difference because the clips are quite heavy and cause pressure on the scalp. We decided not to tighten the beads as much. The next day, the entire left side of my extensions were falling out. I contacted the owner asking for some sort of answer, some sort of compensation or refund for this absolute waste of my time, money and energy. After many emails later, I was given the only option to once again turn them into clip ins which I was recommended by her staff not to do) I advised this was not an option for me. I was asked to come in two weeks later so they could see what was going on. I cannot think of anyone that would go on with half of their hair falling out, let alone for two weeks. I have received no reply, refund, etc.

  Business response

  28/03/2023

  Greetings,
  I want to express my gratitude to you for reaching out to us and sharing your concerns. At the same time, I offer my sincere apologies on behalf of our company for any confusion that may have arisen regarding your booking and pricing.
  Allow me to explain the situation with utmost transparency. The stylist who conducted the consultation in June 2022 and completed the installation in July 2022 is no longer with us. We performed a delicate installation, given the condition of your hair at that time. When you expressed your concerns to the stylist, they explained what had happened, and you understood their perspective.
  However, when you contacted management, we offered a complimentary solution in the form of clip-in extensions that would achieve the desired outcome without causing undue strain on your hair. Unfortunately, you declined this option and requested a refund, which is not part of our booking policy.
  Despite the circumstances, we made every effort to resolve the matter to your satisfaction. We offered you the initial step in any of our processes, which is to come in for an assessment with the owner. Regrettably, you rejected this option as well.
  Nevertheless, please know that our commitment to providing excellent service to our clients remains unwavering. We will continue to work diligently to find a solution that will rectify this issue and leave you completely satisfied.
  Thank you.

  Customer response

  28/03/2023

  
  Complaint: 19851472
  
  I am rejecting this response because: Blaming the stylist you hired is unprofessional. If she felt my hair and scalp could not handle extensions, she should not have taken my money. On top of that, when you finally replied to me to offer for me to come into the salon to check my extensions - it was nearly two weeks after I had contacted you. I had to reach out 3 times before I received a first response.. Do you really think I was going to wall around with half of my hair falling out of my head because you lacked the will to answer your emails to your paying customers. Honestly, just because it is in your policy not to refund does not mean you should not make allowances when your stylist or company is in the wrong. I followed the directions, instructions and contacted everyone I was supposed to each time there was an issue with the wefts within my ONE month of having them installed. I went to another salon who advised me that she tidied up the work of The Extentionists employees all the time. You can imagine I was not surprised given what I had just experienced. Your salon failed. You should be ashamed. 
  
  
  
  ******* *********

  Business response

  29/03/2023

  Thank you for your response. We understand that this process has been challenging, and we want to assure you that we have always been transparent in our communication and have maintained professionalism throughout. We appreciate your patience and understanding.
  We are happy to provide you with reference images that showcase our prompt response times, with the longest wait time being only 2 business days. As a busy salon, we take our clients' time seriously, and we always strive to respond as quickly as possible.
  Please understand that we have company policies in place to ensure that we provide the best service possible to our clients. One of these policies requires an assessment of your hair to properly document your concerns and ensure that we can provide an appropriate solution. Unfortunately, we were not given the opportunity to conduct this assessment, which has limited our ability to provide further rectification as per our company's terms and conditions.
  We value our customers and always aim to provide a satisfactory solution if our clients are not 100% satisfied. Communication is key, and we are committed to doing everything we can to ensure a positive outcome. However, since you have had work done elsewhere without allowing us to properly assess your concerns and work towards a satisfactory solution together, we are unable to take further action in this matter.
  We hope that you refer to our company's terms and conditions for further guidance. We wish you all the best and thank you for considering our salon for your hair care needs. 
  
  We do wish you all the best, and if you ever decide you would like your hair installed again, please do reach out as we would be happy to provide you with a discount in services. :)
  
  Our companies terms and conditions can be found on our website:

  ***************************************

  Customer response

  29/03/2023

  
  Complaint: 19851472
  
  I am rejecting this response because: I will never spend money at your business again. 
   
  ******* *********

• Initial Complaint

  17/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 5th I had a consult with **** for new extensions at The Extensionist. I put down a $1500 deposit (**** gift card and ****). I had these extensions put in on November 23rd and paid the remainder of the bill, which was close to $500 (paid in cash). There were issues with the colour of my own hair not matching the extensions and I emailed the owner, ****** **** on November 25th. She assured me it would be made right and I came in on November 30th for a colour correction. When I left the colour still was not right and I was told I could come in again. The next available appointment was December 30th. When I came for the second colour correction **** told me she would not attempt to fix it again and if I wanted it coloured I would have to pay, which I did ($201.65 paid via debit). Even though the appointment notification said "complimentary adjustment". This was the worst colour of all and left me with dark brown roots, red brassy natural hair and blonde light brown extensions. My hair was fried at this point from so much colour. Not long after this my extensions started to become loose and huge gaps began forming, despite going more often than necessary for tightenings. I ended up removing them myself just two months after being installed. When I emailed ****** again she had her manager email back to say they would not do anything as I had not contacted them within two weeks of installation, which is not true as I emailed ****** two days after installation. They are now ghosting me and refuse to answer my emails. I believe I am entitled to a refund based on their poor product and abysmal service. I recently had to pay for a colour correction at another salon which cost me over $500. I attach photos and email proof.

  Business response

  23/02/2023

  First and foremost, we want to express our gratitude for your honest and thoughtful feedback. As a business, we truly value constructive criticism, and we always strive to improve ourselves both personally and professionally.
  We understand that this situation has been difficult for you. Please know that we empathize with you and want to find a resolution that works for everyone involved.
  It's important to note that when you first came to us, you had previously been seeing a stylist who was unfortunately let go for theft. We appreciate that you trusted our recommendation to work instead with our master red seal stylist.
  On November 23rd 2022, you had requested a partial foil with a root smudge, as well as 150grams of 16” extensions with three separate colors to achieve a proper blend. We were happy to accommodate your request and provide you with the services you needed.
  After your initial appointment, you came back to us on November 30th to rectify any issues that were still standing, and we were glad to be able to help. You had even mentioned in an email that you were satisfied with the installation of the extensions and the customer service our stylist had given.
  “I was in on Wednesday to have my new extensions put in and a colour with ****e.  I just want to start by saying this is not a complaint against ****e, I'm happy with the install and she was very good to deal with.” 
  Fast forward to December 30th, 2022; you came back for a root touch up and a touch up with the same stylist. No issues were reported at that time. Please keep in mind that our company as a whole implements a permanent rule which states that our VoguePearl technique must be maintained every 4 weeks, called a "touch up”, which is a mandatory maintenance appointment that ensures you are seeing ongoing success while you wear our extensions over the allotted 7 months wear duration.
  Unfortunately, your secondary issue was not brought to our attention until February 4th, 2023 approximately 5 weeks after your overdue touch up. We had offered to assess any issues and make corrections, but you had already taken the extensions out yourself, which we strictly do not advise, making it difficult to properly assess the situation.
  Despite this situation, we remain committed to finding a solution that works for you. We always seek to understand our clients' perspectives, as well as those of our stylists and anyone who may have been involved.
  At The Extensionist, we take pride in the work that we do, and we hope to continue working with you in the future. We want to find a way to resolve this situation and move forward in a positive way. Please know that we are open to finding a solution that works for both parties, and we are here to support you.
  
  Unfortunately, we are not willing to provide any refunds as per our companies strict no-refund policy. We feel we have been very accommodating to find amicable solutions for you, and unfortunately were not provided the opportunity to assess your hair before you, on your own accord, removed your extensions.
  However, we would be willing to provide you with a discount if you ever feel you would like to have your extensions installed again. We feel this is fair in light of the fact that we have always been fair in trying to reach a solution with you.
  Please reach out to us if you would like to take advantage of the opportunity, and we look forward to having this opportunity to rectify our relationship!
  
  Sincerely,
  The Extensionist
  
  

  Customer response

  23/02/2023

  
  Complaint: 19422974
  
  I am rejecting this response because:

  I'm not sure why the fact that your employee was let go for theft has anything to do with my complaint.  That is more an issue with your business than anything to do with me.  It is obvious you have issues with high staff turnover regardless of the reason.  The first consultation I had at your salon I had to rebook as she left as well.  

  I dispute the fact that I did not maintain the extensions, as I came in twice in December for touch-ups, every two weeks instead of the recommended 4 weeks.  It is obvious that you do not stand behind your product or service.   I reject your offer of a discount as I have wasted all the money I am going to at your salon. 
  
  Sincerely,
  
  **** *******

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